EE TV out of sync and sound issues

[CerysDJ]

Hi,

We've recently moved over from Sky Q due to the rising cost and benefits provided by EE as a long term phone contract holder. Had absolutely no issues with sky internet or TV. 

We are now using EE for both our internet and tv packages. Unfortunately we have had a stream of problems  and it's really impacting on our viewing experience. We are constantly having to turn our box on and off again as the sound randomly stops or the sound when watching programmes is so out of sync with the picture it makes it unwatchable. Has anyone had similar problems they've managed to fix? 

Any help would be greatly appreciated! 

Thanks,

Cerys 

[Katie_J]

Hi @Hickster2024. 

Thanks for flagging this with us. 

I would recommend giving us a call and reporting this to our broadband team. 

They should be able to escalate this further for you. 

Please be sure to pop back and let me know how you get on. 

Katie

[PaulAO1]

We’ve just moved from SkyQ to EETV and we have exactly the same issue as CerysDJ using the EETV Pro box. Noticed CerysDJ raised this Mar 24 and Katie_B responded in Sep24 just wondering what the outcome was? Was it resolved if so how was it solved? Unsure why resolving to the broadband team would help? Grateful for an update. As someone stated the mouth is slower than the voice so speeding up the speech as an option will not resolve it you need to slow the voice down which is not an option in the menu of the EETV box. We’re still in the 14 day cooling off period so seriously wondering if the EETV box is the way to go!

[Midnight_Voice]

@PaulAO1 

What’s the Box Pro plugged into (e.g. a TV, make and model), and is that playing the audio, or is there a further device involved (e.g. a soundbar, make and model, and how connected)?

As a test, try setting the Box Pro to Stereo rather than Surround; does this help at all?

[PaulAO1]

Hi Midnight_Voice

Box plugged into Sony Bravia TV via HDMI cable. Also use a Panasonic sound bar. Been playing around with TV settings and checked sound bar and settings on the EE TV. Now have the sync setting on the App at 240ms. Plus changed to stereo from surround sound and adjusted the TV Settings. Seems a lot better but more by luck than judgement as not done scientifically. BB speed good at 63mb we can’t get higher as not got full fibre to house. Hopefully we can live with this. Thanks for your help

[edrylance]

I have the same problem, meaning that I have to go to the Picture and Sound settings and change the synchronisation to 20ms then back again to 0ms to reset the picture and sound (if you are in an app like ITVX it is too much of a bore to switch off and on again which is another fix if you are just watching a TV channel).

The problem is this is a short term fix and half an hour later the drift has happened again and lips are out of sync again. The issue happens on the central box and the mini boxes on TV and on apps on the box.

There is no fix nor explanation offered by EE. Their solution is to change sync setting which is fine if the problem is static across all channels/apps, but it isn't. It is drift that is occurring and they do not offer help here.

THE ONLY SOLUTION I can come up with is to leave 1* reviews for EE TV on review sites to focus their attention on the problem as enough have complained for them to sort out whatever the issue is (or explain it on their website). 

[DarrenDev]

I've not heard anyone mentioning it gradually drifting when watching @edrylance ? To be affecting all your boxes, and all your apps is more extreme than anyone else has reported. I can only suggest you try calling the helpdesk to see if there's someone more fundamental wrong (unless you have the same external audio equipment connected to all your devices).

I'll check with the project manager about whether there's an official statement on this - whether it's acknowledged as a bug, or has been reproduced. I don't know.

Leaving 1* reviews isn't a solution, and won't help the issue, but if it helps you feel better then go for it.